Job Description
We are seeking a highly motivated Night Shift Technical Support Specialist to join our elite operations team in Seattle, WA. In this critical role, you will be responsible for ensuring our clients receive uninterrupted, world-class support during the overnight hours. If you are a night owl who thrives in a fast-paced environment and enjoys solving complex technical puzzles, this is the perfect opportunity for you.
As part of our 24/7 mission, you will act as the first line of defense for our technical infrastructure, providing real-time solutions and maintaining the highest standards of customer satisfaction.
Responsibilities
- Provide tier 1 and tier 2 technical support to clients via phone, email, and live chat during night shifts.
- Troubleshoot hardware and software issues, escalating complex tickets to senior engineers when necessary.
- Maintain accurate and detailed records of all customer interactions and issue resolutions in the CRM system.
- Monitor system health and performance metrics, identifying potential outages before they impact users.
- Collaborate seamlessly with the day-shift team to ensure a smooth transition of ongoing cases.
- Conduct nightly system audits and ensure all security protocols are strictly followed.
Qualifications
- Minimum of 1 year of experience in technical support, IT help desk, or customer service.
- Ability to work full-time night shifts (e.g., 10:00 PM - 6:00 AM) with a consistent schedule.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Proficiency in using Microsoft Office Suite and remote desktop tools.
- Excellent verbal and written communication skills.
- High school diploma or equivalent; Associate's degree in IT or related field preferred.